Process Coordination Specialists
To help you grow your customer base through outstanding service.
We work with you, your staff and your data, to help you understand and resolve process coordination issues impacting magnificent customer service. We offer evidence-based depiction and design of your operations: the as-is and to-be states
Avoid Backlogs: Assuming that more of resource X will clear a volume of Y issues doesn’t always work. Demand and Resolution in a service environment is not linear.
Understanding Flow: It pays to deconstruct the As-Is processes to see what is being privileged, and what subordinated.
Privileging the Customer: It’s interesting to see an organisation promote a ‘Customer First’ ethos, then spend massive governance effort measuring and rewarding internal metrics, as if demonstrating adherence to measures will keep customers satisfied.
But subordinating the customer and privileging operations doesn’t always result in customer satisfaction.
Look at Data Differently: The same ‘logical’ thinking repeatedly applied just circulates the same ideas and perspectives.